Knowledge Center increases self-service rates for customers and employees, and boosts agent productivity with a contextual knowledge base.
Knowledge Center Centralize and streamline knowledge creation, governance, and optimization with AI-powered insights and a modern, drag-and-drop authoring experience. View demo
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Benefits of Knowledge Center Improve knowledge quality Keep knowledge accurate and effective by automatically identifying gaps, duplicates, and outdated content. Promote knowledge sharing Create, publish, and improve knowledge quality with AI-assisted authoring and in-context editing. Optimize continuously Get proactive recommendations for titles, accessibility, links, and structure to continuously improve knowledge health.
Features of Knowledge Center AI-assisted authoring Use prompt-based AI inside the editor you already use to draft, refine, and generate articles directly from incidents.
   Knowledge demand insights Detect knowledge gaps from incidents and cases to generate articles directly from clustered demand. Feedback management Manage feedback and continuously improve articles using closed-loop insights and optimization scans. Knowledge-Centered Service (KCS) v6 verified Bring KCS best practices to your organization. Help capture knowledge, enable self-service, and improve employee satisfaction.
Additional features Advanced editor Build rich articles with drag-and-drop content blocks, layouts, and live previews. Knowledge harvesting Automatically convert Community conversations into articles and engage each audience with relevant solution content. Knowledge blocks Create reusable knowledge content blocks once, then deploy everywhere to reduce redundancy and deliver faster updates. Analytics and dashboards Monitor usage, gaps, quality issues, and optimization recommendations from a single, unified workspace. AI search Give users a powerful, consumer-grade search experience with relevant, personalized results. Group ownership Improve the routing of feedback and maintenance by assigning articles to team owners. Turn quality into a shared goal. Subscriptions Let users subscribe to articles and knowledge bases. Keep everyone notified as content gets added or updated. Translation management Assign tasks automatically, identify missing translations, and integrate with third-party tools.
Resources See All Resources Analyst Reports 2025 Gartner® Market Guide for Customer Service Knowledge Management Systems Community Introducing Knowledge Center
How to get Knowledge Center Knowledge Center is available with these ServiceNow® products. Customer Service Management Improve service operations and engage your customers. IT Service Management Transform the impact, speed, and delivery of IT. HR Service Delivery Deliver the right experience to employees anywhere.
You might also be interested in… Now Assist Empower everyone with generative AI and accelerate productivity across the enterprise. Performance Analytics Anticipate trends, prioritize resources, and continuously improve with real-time analytics. Communities Connect customers and employees with their peers to find answers and solve problems. Service Portal Design a self-service user experience with a responsive portal interface.
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